Is reporting and analytics available in Help Desk?

Reporting and Analytics are features native to Oracle Fusion Cloud Sales can be used with Help Desk.

Note:

Help Desk infolets are available for Agents and Managers. If the infolets are required for the Help Desk administrator role, add these privileges.

• SVC_VIEW_HR_HELPDESK_AGENT_DASHBOARD_PRIV

• SVC_VIEW_HR_HELPDESK_MANAGER_DASHBOARD_PRIV

Note:

If you are not using Fusion Sales and Fusion Service, you must complete the following tasks to see and drill down from OOTB infolets:

• Calendar
• Org Hierarchy
• Enable SR Audit